Editor's Page: The Secret to Customer Satisfaction

As I write this, I have just watched a phone service truck pull out of my driveway after a two-hour visit to troubleshoot my home DSL connection. The technician — Jim — was an old-school guy, with many years of experience under his belt. He had a folksy way of explaining what he was up to as he worked his way from my outside box, through the tangle of wiring along my basement's ceiling, to the wall jack that feeds my modem and the various extensions throughout the ...

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